Our audits are designed to provide Council with a regular snapshot and feedback into the performance of their facilities. A holistic view of the facility – we felt previous audits had focussed too much on plant condition only and our approach focuses on a wide range of customer touch points and measures that reflected the customer experience.
Customer perspective – we really wanted to look at things from both a technical and customer perspective. For example, if it looks dirty it probably is, and if it isn’t dirty but looks it then that’s what people think!
Best practice water quality – again a snap shot but one that at least offers a check of what’s being done, and in some cases what’s being claimed as being done. In particular looking at water quality holistically not just each parameter in isolation.
Asset management - for whole of life, efficiency, operational ease and the ability to comply with standards or meet council or the customers service delivery expectations.Consistency – visits are made by the same team across the region which allows for an understanding of baseline service levels and allows for opportunities to share best practice.
Over time, we saw a steady improvement in the level of service offered and customer experiences in the aquatic facilities we regularly audited. Our audits also helped inform the Council about the condition of their assets and the maintenance and Capex requirements. This has led to a more proactive approach.